A system and method are presented for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party. A request is received to transfer an interaction to the third party, the request being triggered from the interaction. A text transcript of the interaction is obtained. The text transcript is processed to obtain the contextual summary and metadata, which is provided to the third party for handling the interaction with the interaction transfer. The contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs). The plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.
Legal claims defining the scope of protection. Each claim is shown in both the original legal language and a plain English translation.
1. A computer-implemented method for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party, the method comprising: receiving a request to transfer an interaction to the third party, the request being triggered from the interaction; obtaining a text transcript of the interaction; processing the transcript to obtain the contextual summary and interaction metadata, wherein the interaction metadata comprise one or more of: party identifier, medium of interaction, length of interaction, interaction start time, interaction end time, department, tagged categories; and providing the contextual summary and metadata to the third party for handling the interaction with the interaction transfer.
This invention relates to a computer-implemented method for enhancing interaction transfers between parties in a communication system. The problem addressed is the lack of contextual information when transferring interactions between parties, leading to inefficiencies and disruptions in service continuity. The method involves receiving a request to transfer an interaction from a first party to a third party, where the interaction occurs over a media channel such as voice, text, or video. The system obtains a text transcript of the interaction, which is then processed to generate a contextual summary and associated metadata. The metadata includes identifiers for the parties involved, the medium of interaction, interaction duration, start and end times, department information, and tagged categories relevant to the interaction. The contextual summary and metadata are then provided to the third party, enabling them to handle the transferred interaction with full context, improving efficiency and continuity. The method ensures that the third party receives a concise yet comprehensive overview of the interaction, reducing the need for repetitive explanations and improving service quality. The system dynamically processes the transcript to extract key information, ensuring relevance and accuracy in the summary provided.
2. The method of claim 1 , wherein the media channel comprises a voice channel.
This invention relates to communication systems, specifically methods for managing media channels in real-time communication applications. The problem addressed is the need to efficiently handle different types of media channels, such as voice, to ensure seamless and reliable communication. The method involves dynamically adjusting the processing of a media channel based on detected conditions. For a voice channel, this includes monitoring the quality of the voice transmission and applying adaptive techniques to maintain clarity and reduce latency. If the voice quality degrades, the system may switch to a more robust encoding scheme or prioritize bandwidth allocation to the voice channel. The method also includes detecting and mitigating interference or noise in the voice channel, such as by applying noise suppression algorithms or adjusting the transmission rate. Additionally, the method may involve integrating the voice channel with other media channels, such as video or text, to ensure synchronized communication. The system can prioritize the voice channel over other channels when necessary, ensuring that voice remains the primary focus of the communication session. The method also includes error detection and correction mechanisms to handle packet loss or corruption in the voice channel, ensuring that the communication remains intelligible even under adverse network conditions. The invention aims to improve the reliability and quality of voice communication in real-time applications, such as video conferencing, telephony, or collaborative tools.
3. The method of claim 2 , wherein the first party is a contact center customer, the second party is a contact center agent, and the third party is a contact center agent.
This invention relates to a communication system for facilitating interactions between multiple parties in a contact center environment. The system addresses the challenge of efficiently managing and routing communications among contact center customers, agents, and other agents to improve service quality and operational efficiency. The method involves establishing a communication session between a first party, a second party, and a third party. The first party is a contact center customer, the second party is a contact center agent, and the third party is another contact center agent. The system enables real-time collaboration by allowing the second and third parties to communicate with each other while simultaneously engaging with the first party. This setup ensures that agents can consult with one another without disrupting the customer interaction, enhancing problem-solving and service delivery. The communication session may include voice, video, or text-based interactions, and the system dynamically adjusts the routing and participation of the parties based on predefined rules or real-time conditions. For example, the system can automatically add or remove agents from the session depending on the complexity of the customer's issue or the availability of specialized agents. The method also supports secure and encrypted communication channels to protect sensitive customer data. By integrating multiple agents into a single session, the system reduces call handling time, improves first-contact resolution rates, and enhances the overall customer experience. The solution is particularly useful in high-volume contact centers where quick and accurate assistance is critical.
4. The method of claim 3 , wherein the obtaining a text transcript of the interaction comprises performing automatic speech recognition on the voice interaction.
This invention relates to systems for processing voice interactions, particularly in customer service or automated assistance applications. The problem addressed is the need to efficiently convert spoken conversations into text for analysis, storage, or further processing. The invention describes a method where a voice interaction, such as a call or voice message, is captured and then converted into a text transcript using automatic speech recognition (ASR) technology. The ASR system processes the audio input to generate a written representation of the spoken words, which can then be used for tasks like sentiment analysis, keyword extraction, or record-keeping. The method ensures that the transcript accurately reflects the original voice interaction, allowing for automated or manual review of the conversation. The invention may also include additional steps, such as filtering background noise or adjusting for speaker variations, to improve the accuracy of the ASR output. The resulting text transcript can be stored, analyzed, or integrated into other systems for further use. This approach enhances the efficiency of handling voice-based communications by enabling text-based processing and analysis.
5. The method of claim 4 , wherein the first party is a contact center customer, the second party is a chatbot, and the third party is a contact center agent.
This invention relates to a multi-party communication system designed to improve efficiency in contact center operations by integrating human agents with automated chatbots. The system facilitates interactions between a contact center customer, a chatbot, and a contact center agent, ensuring seamless handoffs and collaboration. The chatbot handles initial customer inquiries, while the agent intervenes when complex issues arise, reducing wait times and optimizing resource allocation. The system dynamically routes conversations based on predefined criteria, such as query complexity or customer sentiment, ensuring that agents are only engaged when necessary. This approach enhances customer satisfaction by providing faster responses while maintaining human oversight for critical interactions. The invention also includes mechanisms for real-time monitoring and analytics, allowing contact centers to track performance and refine chatbot responses over time. By leveraging automation for routine tasks and human expertise for specialized cases, the system balances efficiency with personalized service, addressing the challenge of managing high call volumes with limited agent availability.
6. The method of claim 1 , wherein the media channel comprises a chat channel.
A system and method for managing media channels in communication platforms addresses the challenge of efficiently organizing and accessing different types of media content within group interactions. The invention provides a structured approach to categorizing and retrieving media files, such as images, videos, and documents, shared through various communication channels. Specifically, the method involves identifying and classifying media content based on its type, source, and relevance to ongoing discussions. The system then organizes this content into a searchable database, allowing users to quickly locate and retrieve media files without disrupting the flow of conversation. Additionally, the method supports real-time filtering and sorting of media content, enabling users to view only the most relevant files based on context or user preferences. The invention also includes features for collaborative annotation and tagging, enhancing the usability of shared media in group settings. By integrating these functionalities, the system improves the efficiency of media management in communication platforms, particularly in environments where large volumes of media are exchanged. The method is applicable to various communication channels, including chat channels, where media sharing is common. The system ensures that media content remains easily accessible and well-organized, even as discussions evolve over time.
7. The method of claim 1 , wherein the contextual summary comprises at least one of: a summary of the conversation, sentiment indicators, churn prediction indicators, interaction reference indicators, suggested actions, and queue priority rank.
This invention relates to enhancing customer service interactions by generating contextual summaries that provide actionable insights. The method involves analyzing customer conversations to extract key information and generate a summary that includes multiple types of indicators and suggestions. The contextual summary may include a summary of the conversation, sentiment indicators to gauge customer emotions, churn prediction indicators to assess the likelihood of customer attrition, interaction reference indicators to identify relevant past interactions, suggested actions for the customer service agent, and a queue priority rank to prioritize the interaction based on urgency or importance. The summary is designed to help agents quickly understand the context of the conversation, make informed decisions, and improve the efficiency and effectiveness of customer service operations. By integrating these various indicators and suggestions, the method aims to streamline the resolution process, reduce response times, and enhance customer satisfaction. The system leverages data analysis techniques to derive these insights from the conversation, ensuring that the summary is both comprehensive and actionable. This approach is particularly useful in high-volume customer service environments where agents need to handle multiple interactions efficiently while maintaining high-quality service.
8. The method of claim 7 , wherein the contextual summary and metadata further comprises a list of suggested actions for the third party.
This invention relates to systems for generating contextual summaries and metadata from digital content, particularly for third-party users. The problem addressed is the difficulty in extracting meaningful insights and actionable information from large volumes of digital data, such as documents, emails, or databases, to assist third-party users in decision-making or workflow automation. The method involves processing digital content to generate a contextual summary, which includes key information extracted from the content. Alongside the summary, metadata is generated to provide additional context, such as timestamps, authorship, or relevance scores. The contextual summary and metadata are then presented to a third-party user, who may be an external system, analyst, or automated process. A key feature is the inclusion of a list of suggested actions for the third-party user. These suggestions are derived from the content and metadata, guiding the user on potential next steps, such as approving a document, flagging for review, or triggering a workflow. The suggestions may be prioritized based on relevance or urgency, ensuring the user can quickly act on the most critical information. The method may also involve analyzing the third-party user's preferences or historical actions to refine the suggested actions, improving accuracy over time. The system may further integrate with external databases or APIs to fetch additional context, enhancing the relevance of the suggestions. This approach streamlines decision-making by reducing manual effort and providing structured, actionable insights.
9. The method of claim 1 further comprising the steps of: after the interaction ends, automatically updating interaction notes for the third party wherein the notes comprise: the contextual summary and metadata provided to the third party, and a contextual summary of the handling of the interaction by the third party.
This invention relates to automated systems for managing and documenting interactions between parties, particularly in customer service or support environments. The problem addressed is the inefficiency and inconsistency in manually recording interaction details, which can lead to incomplete or inaccurate records, hindering future reference or analysis. The method involves capturing and processing an interaction between a user and a third party, such as a customer service agent. During the interaction, contextual information is extracted, including key details and metadata, which are then summarized and provided to the third party in real-time. This summary helps the third party understand the context and respond appropriately. After the interaction concludes, the system automatically updates interaction notes. These notes include the contextual summary and metadata that were provided to the third party, ensuring a consistent record of the interaction's key points. Additionally, the notes contain a contextual summary of how the third party handled the interaction, capturing their actions, decisions, or responses. This automated documentation improves accuracy and reduces manual effort, ensuring that all relevant details are preserved for future reference, training, or compliance purposes. The system enhances efficiency and reliability in interaction management by maintaining comprehensive, standardized records.
10. A system for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party, the system comprising: a processor; and a memory in communication with the processor, the memory storing instructions that, when executed by the processor, causes the processor to provide the contextual summary by: receiving a request to transfer an interaction to the third party, the request being triggered from the interaction; obtaining a text transcript of the interaction; processing the transcript to obtain the contextual summary and interaction metadata, wherein the interaction metadata comprise one or more of: party identifier, medium of interaction, length of interaction, interaction start time, interaction end time, department, tagged categories; and providing the contextual summary and metadata to the third party for handling the interaction with the interaction transfer.
This system provides a contextual summary of interactions between parties during a transfer to a third party, improving efficiency in handling transferred communications. The system operates in environments where interactions occur over media channels, such as voice, text, or video, and need to be transferred to another party for resolution. The challenge is ensuring the transferred party receives relevant context without requiring a full review of the interaction history. The system includes a processor and memory storing instructions to generate a contextual summary. When an interaction transfer is requested, the system receives the request and retrieves a text transcript of the interaction. The transcript is processed to extract key information, forming a contextual summary and associated metadata. Metadata includes identifiers for the parties involved, the medium of interaction, interaction duration, timestamps, department information, and tagged categories. The summary and metadata are then provided to the third party, enabling them to quickly understand the context and handle the interaction effectively. This approach reduces the time and effort required to review full interaction histories, improving transfer efficiency and customer service outcomes.
11. The system of claim 10 , wherein the media channel comprises a voice channel.
A system for processing media channels, particularly voice channels, is designed to enhance communication by analyzing and modifying audio signals in real-time. The system includes a media channel interface that receives and transmits audio data, such as voice signals, from a communication device like a smartphone or a computer. A signal processing module processes the audio data to improve clarity, reduce noise, or apply other enhancements. The system also includes a user interface that allows users to adjust settings, such as volume or filter preferences, and a storage module that stores processed audio data or user preferences. The system may operate in a networked environment, where multiple devices can interact with the media channel. In this specific configuration, the media channel is a voice channel, meaning the system is optimized for handling spoken communication, including voice calls, voice messages, or voice-activated commands. The system ensures high-quality audio transmission by dynamically adjusting parameters based on real-time conditions, such as background noise levels or network latency. This improves the overall user experience in voice-based applications.
12. The system of claim 11 , wherein the first party is a contact center customer, the second party is a contact center agent, and the third party is a contact center agent.
This invention relates to a contact center communication system designed to facilitate interactions between multiple parties, specifically a customer and two agents. The system enables real-time collaboration where the customer communicates with a primary agent, while a secondary agent can monitor, assist, or intervene in the conversation. The primary agent acts as the direct point of contact for the customer, handling inquiries or issues, while the secondary agent provides support, such as accessing additional resources, consulting on complex matters, or taking over the interaction if needed. The system ensures seamless transitions between agents without disrupting the customer experience. It may include features like call routing, agent handoff protocols, and shared access to customer data or interaction history. The invention aims to improve efficiency, reduce resolution times, and enhance customer satisfaction by leveraging collaborative agent support in real-time. The system may also include monitoring tools to track performance metrics and ensure compliance with service standards. The primary and secondary agents may operate in different roles, such as tiered support levels, where the secondary agent has specialized expertise or access to backend systems. The system ensures secure and synchronized communication channels between all parties, maintaining data integrity and privacy throughout the interaction.
13. The system of claim 12 , wherein the obtaining a text transcript of the interaction comprises performing automatic speech recognition on the voice interaction.
The system relates to processing voice interactions, particularly in applications like customer service or virtual assistants. The problem addressed is the need to accurately capture and analyze spoken conversations for tasks such as transcription, sentiment analysis, or automated responses. Traditional methods often rely on manual transcription or basic speech recognition, which can be time-consuming, error-prone, or lack real-time processing capabilities. The system includes a component that obtains a text transcript of a voice interaction by performing automatic speech recognition (ASR). This involves converting spoken language into written text using algorithms that analyze audio signals. The ASR process may include noise reduction, speaker diarization to distinguish between multiple speakers, and language modeling to improve accuracy. The resulting transcript can then be used for further analysis, such as extracting keywords, identifying customer intent, or generating automated responses. The system may also integrate with other components, such as natural language processing (NLP) tools, to enhance the understanding and utility of the transcribed text. This approach enables real-time or near-real-time processing of voice interactions, improving efficiency and accuracy in applications requiring speech-to-text conversion.
14. The system of claim 10 , wherein the media channel comprises a chat channel.
A system for managing media channels in a communication platform addresses the challenge of efficiently organizing and accessing different types of media content within group interactions. The system includes a media channel that allows users to share and view media content, such as images, videos, or documents, in a dedicated space separate from the main chat or messaging interface. This separation improves user experience by reducing clutter and enhancing content discoverability. The media channel can be integrated into a chat channel, enabling users to access media content directly within the conversation flow. The system also supports features like media categorization, search functionality, and user permissions to control access and visibility. By providing a structured and organized way to handle media, the system enhances collaboration and productivity in group settings. The media channel can be customized to fit different use cases, such as team projects, social groups, or educational environments, ensuring flexibility and scalability.
15. The system of claim 14 , wherein the first party is a contact center customer, the second party is a chatbot, and the third party is a contact center agent.
A system for managing interactions between a contact center customer, a chatbot, and a contact center agent. The system facilitates communication where the chatbot initially engages with the customer to handle routine inquiries. If the chatbot cannot resolve the issue, the interaction is escalated to a human agent, who takes over the conversation while maintaining context from the chatbot's prior interactions. The system ensures seamless handoff by preserving conversation history, customer data, and any actions taken by the chatbot, allowing the agent to provide a more efficient and personalized resolution. The chatbot may also assist the agent by providing relevant information, suggestions, or automated tasks, such as retrieving customer records or processing simple requests. The system improves customer service efficiency by reducing agent workload for routine tasks while ensuring complex issues are handled by human agents with full context. The chatbot and agent may collaborate in real-time, with the chatbot offering support or performing background tasks to assist the agent. The system may also monitor performance metrics to optimize chatbot responses and agent interventions.
16. The system of claim 10 , wherein the contextual summary comprises at least one of: a summary of the conversation, sentiment indicators, churn prediction indicators, interaction reference indicators, suggested actions, and queue priority rank.
The system provides a contextual summary of customer interactions to improve service efficiency and decision-making. The system analyzes conversations between customers and service agents to generate insights that help agents and supervisors understand the context, sentiment, and potential outcomes of interactions. The contextual summary includes multiple elements to enhance service quality. A conversation summary provides a concise overview of the discussion, while sentiment indicators assess the emotional tone of the interaction, helping agents gauge customer satisfaction or frustration. Churn prediction indicators identify the likelihood of a customer leaving, allowing proactive retention efforts. Interaction reference indicators highlight key points or references in the conversation that may require follow-up. Suggested actions guide agents on next steps, such as escalation or resolution strategies. Queue priority rank assigns a priority level to the interaction, ensuring critical issues are addressed first. These features collectively enable faster, more informed decision-making, reducing resolution times and improving customer satisfaction. The system integrates with existing customer service platforms to provide real-time insights during live interactions or for review afterward.
17. The system of claim 16 , wherein the contextual summary and metadata further comprises a list of suggested actions for the third party.
The system relates to a data processing and analysis platform designed to enhance decision-making by providing contextual summaries and metadata derived from large datasets. The core problem addressed is the difficulty in extracting actionable insights from complex, unstructured data, which often requires significant manual effort and expertise. The system automatically generates contextual summaries that include key information, trends, and relationships within the data, along with metadata that categorizes and tags the data for easier retrieval and analysis. This metadata may include timestamps, data sources, and relevance scores to improve data usability. Additionally, the system provides a list of suggested actions for third parties, such as analysts or decision-makers, based on the summarized data. These suggestions may include recommendations for further investigation, potential interventions, or strategic adjustments. The system may also integrate with external databases or APIs to enrich the contextual summaries with additional relevant information. By automating the extraction and presentation of insights, the system reduces the time and effort required for data analysis while improving the accuracy and relevance of the information provided to users. The suggested actions help guide users toward effective next steps, enhancing decision-making efficiency.
18. The system of claim 10 , wherein the memory storing instructions that, when executed by the processor, causes the processor to further provide the contextual summary by: after the interaction ends, automatically updating interaction notes for the third party wherein the notes comprise: the contextual summary and metadata provided to the third party, and a contextual summary of the handling of the interaction by the third party.
This invention relates to a system for enhancing customer service interactions by automatically generating and updating contextual summaries. The system addresses the challenge of efficiently capturing and sharing interaction details between parties, such as customer service agents and third-party support teams, to ensure continuity and accuracy in handling customer inquiries. The system includes a processor and memory storing instructions that, when executed, enable the processor to generate a contextual summary of a customer interaction. This summary includes key details about the interaction, such as the customer's issue, the steps taken to resolve it, and any relevant metadata. After the interaction ends, the system automatically updates interaction notes for a third party, such as a supervisor or another support team. These notes include the contextual summary provided to the customer, metadata shared with the third party, and a summary of how the third party handled the interaction. This ensures that all relevant parties have access to a comprehensive record of the interaction, improving collaboration and resolution efficiency. The system may also include features for real-time interaction monitoring and dynamic note generation to further streamline the process.
19. The system of claim 10 , wherein the contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs).
A system for generating contextual summaries of data involves a contextual summarizer that uses a custom set of application programming interfaces (APIs) to process and summarize information. The system operates in the domain of data analysis and information retrieval, addressing the challenge of efficiently extracting meaningful insights from large or complex datasets. The contextual summarizer is designed to integrate with various data sources and applications through these APIs, allowing it to access and process relevant information dynamically. The APIs enable the summarizer to adapt to different data formats, structures, and contexts, ensuring that the generated summaries are accurate and tailored to the specific needs of the user or application. This approach enhances the system's flexibility and scalability, making it suitable for a wide range of applications, including business intelligence, research, and decision-making processes. The custom APIs facilitate seamless interaction between the summarizer and external systems, ensuring that the summarized data is contextually relevant and actionable. By leveraging these APIs, the system can dynamically adjust its summarization techniques based on the input data, improving the overall efficiency and effectiveness of the summarization process.
20. The system of claim 19 , wherein the plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.
This invention relates to a system for processing and analyzing customer interactions, particularly in the context of customer service or support. The system is designed to enhance the efficiency and effectiveness of handling customer communications by leveraging multiple specialized APIs. These APIs are integrated to perform distinct functions, such as summarizing text, predicting customer churn, analyzing sentiment, determining the next best action for customer service agents, and detecting references to previous interactions. The system collects customer interaction data, processes it through these APIs, and generates actionable insights or recommendations. The text summarizer API condenses lengthy customer communications into concise summaries, while the churn predictor API assesses the likelihood of a customer leaving based on interaction patterns. The sentiment analysis API evaluates the emotional tone of the communication, and the next best action API suggests optimal responses or actions for agents. The interaction reference detector API identifies mentions of prior interactions to provide context. The system improves customer service operations by automating analysis and providing real-time guidance to agents, ultimately enhancing customer satisfaction and retention.
Cooperative Patent Classification codes for this invention. Click any code to explore related patents in that topic.
May 1, 2020
April 12, 2022
Browse 5M+ US patents with plain-English claim translations and AI-generated analysis.